Team Leader - German

HCL Technologies

Nazwa: HCL Technologies

Angielski, Niemiecki
Kod: German/TL/OD/2017
Kraków - małopolskie, Poland
Competitive D.O.E - Excellent benefits

Team Leader - Customer Support

German: C1 - C2


Your job:

Managing a team up to 20 bilingual associates with profound knowledge of local systems and processes. Responsible for a pre-defined CSC process. Providing strong performance management ensuring to achieve qualitative, productive and sales & service KPI’s and develop associates in his/her team to the next level. To make sure to show strong quality and behaviour skills and will expect the same in his team. Execute the vision and strategy this to his/her team. Enable associates by providing all necessary support to fulfill or exceed customer’s expectations.

Your responsibilities:
•Day to day management into a team of up to 20 operational related people, with different profiles, and creates and motivates a sales and service culture in the team
•Responsible for a CSC process ( e.g. Order Entry / Customer Service / Sales / Internet ) to improve the related processes and come up with new solutions, concepts and implement these for Germany, Austria and the Netherlands
•Manages and improves CSC Vision ( Impress customer by delivering Service, Sales, Signals, Support and Solutions) with clear strategy to his/her team
•Strong and unconditional performance management to achieve the individual targets on sales, service, customer satisfaction and productivity
•Motivator for his/her team and coach to achieve exceptional results on sales & service, customer satisfaction and productivity and is capable to develop the people in his/her team to a higher level
•Living, expecting and executing strong Quality and behaviour skills
•Controls absence, sickness and attrition by executing in a professional manner our policies and procedures and provides clear guidance and support, and executes and coordinates appraisals, call listening and coaching's
•Participates in specific projects in cooperation or agreement with CSC Manager
•Takes own initiatives to answer customer calls during peaks

Your profile:
•Higher vocational degree and 2 - 4 years in Customer service or comparable commercial environment (preferred)
•Commercial, with a strong customer focus and customer awareness
•Good teambuilding and leadership skills; as people manager able to develop and motivate others
•Can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus
•Can see hidden problems; looks beyond the obvious and doesn't stop at the first answers Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture
•Fluent in German and English, in writing and verbal

Wir bieten:
•Private Gesundheitsvorsorge
•MultiSport Karte
•Gute Sozialleistungen
•Entwicklungsmöglichkeiten in einem internationalen Unternehmen

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